Head, Business Process Management Job at NCBA Tanzania

NCBA Tanzania is seeking a strategic and experienced professional to serve as Head, Business Process Management in Dar es Salaam. The role is responsible for overseeing the Group’s business process maps, Standard Operating Procedures (SOPs), and process governance framework while driving transformation initiatives that improve operational efficiency, reduce costs, strengthen performance, and enhance customer experience.

The successful candidate will lead business process transformation across NCBA Group, working with business units, subsidiaries, technology teams, and other stakeholders. The position combines Business Process Management (BPM), Business Process Re-engineering (BPR), Lean Six Sigma, process automation, digital transformation, change management, and customer experience improvement.

Responsibilities

• Develop budgets and implementation plans for strategic business process initiatives.

• Plan, budget, implement, and monitor business process improvement programmes.

  

• Manage costs associated with business transformation initiatives.

• Ensure third-party suppliers deliver solutions according to project requirements.

• Track financial benefits and cost savings generated through process improvement programmes.

• Develop benefit-realization metrics and performance reports.

• Lead the evaluation, design, and implementation of business process transformation initiatives.

• Drive the adoption of intelligent process automation and digital transformation.

• Lead Value Stream Mapping and Business Process Improvement workshops.

• Analyze existing processes and identify operational challenges.

• Develop transformation roadmaps based on identified process gaps.

• Apply technology, data architecture, and process improvement expertise to accelerate transformation.

• Support the adoption and scaling of process transformation methodologies across business functions.

• Develop and implement business process re-engineering methodologies.

• Partner with business leaders and subsidiaries to establish process performance indicators and scorecards.

• Analyze business processes and workflows and recommend improvements.

• Drive improvements in productivity, process cycle times, service quality, and operational efficiency.

• Ensure compliance with approved SOPs, policies, and best-practice guidelines.

• Promote ownership of end-to-end processes across different business functions.

• Design process metrics covering customer engagement, staff productivity, process costs, error rates, and turnaround times.

• Monitor and report on Cross Functional Process Improvement (CFPI) initiatives.

• Harmonize documented processes with regulatory requirements, customer expectations, technology developments, and international standards.

• Identify and address the root causes of customer pain points.

• Support customer experience teams with service design and user-interface improvements.

• Promote customer-centric thinking throughout business processes.

• Align organizational processes with customer needs and expectations.

• Build, develop, and motivate a high-performing Business Process Management team.

• Lead cross-functional and multidisciplinary teams.

• Provide coaching, guidance, and strategic direction to team members.

• Develop internal process-improvement champions across the Group.

• Promote continuous learning and professional development.

Qualifications and Requirements

• Bachelor’s degree from an accredited university or college.

• Master’s degree is preferred.

• Strong knowledge of business process analysis.

• Knowledge and practical experience in continuous improvement methodologies.

• Strong data-driven decision-making skills.

• Ability to select and apply appropriate process improvement tools.

• Certified Lean Six Sigma Black Belt or Master Black Belt.

• Strong understanding of project management principles.

• Knowledge of project planning and implementation processes.

• Understanding of business transformation frameworks.

• Knowledge of process automation methodologies.

• Expertise in Business Process Management (BPM).

• Expertise in Business Process Re-engineering (BPR).

• Strong knowledge of Lean Six Sigma methodologies.

• Experience in process automation and digital transformation.

• Knowledge of process mining and task mining.

• Project management skills.

• Change management skills.

• Operational excellence expertise.

• Customer experience design knowledge.

• Performance measurement and analytics skills.

• SOP development and governance experience.

• Strong coaching and people-development abilities.

Key Competencies

The role requires strong capability in:

• Business Process Management

• Business Process Re-engineering

• Lean Six Sigma

• Process Automation

• Digital Transformation

• Process Mining and Task Mining

• Project Management

• Change Management

• Operational Excellence

• Customer Experience Design

• Performance Measurement and Analytics

• SOP Development and Governance

• Continuous Improvement

• Cross-Functional Leadership

• Team Development

The successful candidate should also demonstrate responsiveness, business savvy, trust-building, openness, results orientation, the ability to sell a vision, organizational talent development, empowerment and delegation, and strong collaboration.

Job Details

• Job Title: Head, Business Process Management

• Employer: NCBA Tanzania

• Location: Dar es Salaam, Tanzania

• Employment Type: Full-Time

• Deadline: 21 August 2026

• Salary: Negotiable

How to Apply

Interested and qualified candidates should apply through the NCBA careers portal:

Applicants should ensure their CV clearly demonstrates experience in business process transformation, BPM, BPR, Lean Six Sigma, process automation, project management, change management, operational excellence, and leadership of cross-functional teams.

The application deadline is 21 August 2026.